Customer Experience Trainer

The Customer Experience Trainer is responsible for developing and delivering comprehensive training programs that enhance the knowledge, skills, and performance of customer experience representatives. This role plays a critical part in ensuring that LRS provides consistent, high-quality customer experience by equipping employees with the tools and techniques necessary to handle customer interactions effectively. The Customer Experience Trainer will work closely with leadership to identify training needs, create engaging learning materials, and implement best practices for customer service excellence.

• Design, develop, and deliver training programs for new and existing customer experience representatives to enhance their knowledge of company policies, systems, and customer service best practices
• Conduct ongoing training sessions, including onboarding programs for new hires, refresher courses, and skill enhancement workshops
• Assess training needs by analyzing customer feedback, call monitoring data, and employee performance metrics
• Create process documentation to standardize procedures and improve efficiency
• Collaborate with customer experience leadership to create and implement training strategies that align with company goals and customer expectations
• Develop engaging training materials, including presentations, e-learning modules, role-playing scenarios, and knowledge assessments
• Provide coaching and mentoring to customer experience employees to improve communication skills, problem-solving abilities, and overall customer interactions
• Evaluate the effectiveness of training programs by measuring key performance indicators and making data-driven improvements
• Partner with cross-functional teams to ensure alignment between customer experience processes, policies, and training initiatives
• Maintain up-to-date knowledge of industry trends, customer experience technologies, and best practices to enhance training programs
• Coordinate and schedule training sessions, ensuring all employees receive timely and relevant instruction
• Ongoing training sessions both in-person and virtual
• Improvement of CX metrics like Call Drops and Call Times

Requirements:

• Bachelor’s degree in business, Communications, Education, or a related field preferred
• 3-5 years of experience in learning and development, instructional design, or a similar role
• Strong background in customer service with a proven ability to train and mentor employees
• Excellent facilitation and presentation skills with the ability to engage and motivate learners
• Experience in designing and implementing training programs, including e-learning and instructor-led sessions
• Strong organizational skills and attention to detail
• Ability to assess training needs and adjust content to ensure continuous improvement
• Strong interpersonal skills with the ability to work collaboratively with leadership and frontline employees
• Proficiency in Microsoft Office Suite and learning management systems (LMS)
• Experience with Adobe Articulate is a plus
• Bilingual in English and Spanish is a plus

Req Benefits: The Company LRS is the industry leader in providing innovative and environmentally responsibly waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and preservation of the en
Compensation: $50k to $75k
Additional Details : Physical Demands/Environmental Factors * While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear * Occasionally required to stand and walk
Lakeshore Recycling Systems is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age,